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  "documentTitle": "Global Retail Banking 2022",
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  "notes": "The slide uses a large hero image of diverse professionals collaborating to set a tone of human-centric banking.",
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      "text": "The 'good' retail bank practices strong customer centricity and acts in ways that benefit society generally.",
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      "text": "Being good does not mean banks have to do everything. Banks, like friends, have individual strengths and qualities that anchor relationships. Each bank should select its priorities, consistent with its mission and purpose, and make sure those priorities are reflected in ways that provide solutions to customers and engage with other stakeholders.",
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      "text": "What's considered \"good\"—in any situation—is also highly subjective. Strong ESG practices and products, as well as services that promote sustainable behavior by customers, are essential aspects. But there are others. The \"good\" retail bank practices strong customer centricity and acts in ways that benefit society generally. It actively tries to do the \"right\" thing (as opposed to avoiding the wrong thing), even if this is sometimes difficult to discern. It also embraces the principles of regulation as opposed to adhering to the letter of the law or pushing the boundaries of what's allowed. (See Exhibit 2.)",
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      "text": "A Good Bank Is a Good Friend",
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